Merton Council Addresses Increase in Complaints, Including Blue Badge Delays

Merton Council has seen a 13% increase in corporate complaints, with delays in issuing blue badges, homelessness and housing needs, and refuse collections being key concerns, according to a report presented at the Standards and General Purposes Committee meeting on 18 September 2025.

The Corporate Complaints and Compliments Report 2024/25 revealed that the council received 1,062 formal stage one corporate complaints, up from 940 the previous year. While the number of complaints upheld at stage one decreased, this is likely linked to a slight increase in the percentage of complaints escalated to stage 2. The rise in overall complaints highlights ongoing challenges in service delivery.

According to the LGSCO Annual Letter 2024-25, Merton Council's percentage of cases upheld (93%) is slightly higher than the average for similar authorities (84%). However, the number of upheld decisions per 100,000 of population is materially lower (6 per 100,000) than the average for similar authorities (9.1 per 100,000). The Council's satisfactory remedy performance of 15% compares favourably with the average of similar authorities of 12%, although the small numbers involved mean that this difference is not material.

Blue Badge Delays

The report identified delays in issuing blue badges as a significant contributor to the increase in complaints. The council acknowledged a sustained rise in blue badge and Disabled Freedom Pass applications over the past two years, leading to processing delays. The Corporate Complaints and Compliments Report 2024/25 notes: The Council has seen a sustained increase in the number of Blue Badge and Disabled Freedom Pass applications over the last two years, and this has led to delays in processing applications. To address this, Merton Council is contracting with a third party to expedite processing times, with the new contract expected to take effect in September 2025.

Addressing Service Delivery Challenges

Merton Council is taking steps to address the 'ongoing challenges in service delivery'.

For homelessness and housing needs, the Corporate Complaints and Compliments Report 2024/25 states that In response the Council has increased the number of staff available to deal with households presenting to us as well as identifying and implementing new ways of securing accommodation to house people in temporarily.

For refuse collections, the report indicates that Improving the quality and responsiveness of the service, and increasing customer satisfaction, are core components of the new contractual arrangements .